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Customer Service Manager

Company: Creative Financial Staffing
Location: Fairfield
Posted on: September 24, 2022

Job Description:

Customer Service Manager for Family-Owned Organization
CFS has partnered with a top client who's looking for a customer services manager to join their team!
Why Work For This Organization?

  • Family Owned
  • Employee-centric work environment, very low turnover!
  • Summer Fridays that start in May and end in September
  • Work life balance is promoted
  • 5 work from home days a year
  • Collaborative atmosphere, there is no hierarchy here
  • Office located in Fairfield County

    Job Responsibilities of Customer Service Manager

    • Lead the day-to-day operations of the Customer Service, Consumer Services and Call center functions.
    • Identify and lead process improvements that will result in better service, a reduction in costs, and/or process efficiencies.
    • Develop and maintain departmental metrics to ensure accuracy and timeliness of order fulfillment.
    • Establish and maintain consistent standards for the department including customer responses, reimbursement policies and corporate policies. Review and revise policies as necessary.
    • Partner closely with Sales to ensure customer requirements are understood and met.
    • Collaborate closely with the SC Logistics Manager and Finance team to manage customer compliance issues and to ensure claims are filed and reconciled in a timely manner.
    • Forge strong partnerships with other functions within the organization such as Manufacturing, Planning and Logistics to ensure optimal service and best cost profile is achieved.
    • Maintain a strong focus on data integrity in all systems associated with order fulfillment.
    • Ensure accuracy of the price files and manage the execution of any pricing or product promotions. Ensures that any price structure changes are reviewed and approved by Finance.
    • Prepare and issue quarterly reports summarizing department KPI's and others upon request.

      Preferred Experience of Customer Service Manager

      • Excellent oral / written / interpersonal communication skills with the ability to influence others.
      • Ability to effectively present information to top management.
      • Strong analytical and problem-solving skills.
      • Ability to train, motivate, coach, and develop individuals.

        • Demonstrated Project Management experience and strong cross-functional team orientation.

          • Bachelor's Degree in Supply Chain, Operations, or another related field a plus. Minimum of 7 - 10 years of experience in an organization recognized for excellent customer service; CPG experience preferred.
          • End to end knowledge of Order to Cash Process as well as all Supply Chain processes from manufacturing through distribution. Previous experience in Operations, Logistics or Supply Chain is a plus.
          • Proven ability to drive process improvement to deliver top quality service metrics.
          • In-depth knowledge of ERP and CRM systems, EDI transactions, and willingness to embrace new technologies in the pursuit of improving service and streamlining workflows.

            For immediate and confidential consideration, please email CB2

Keywords: Creative Financial Staffing, Fairfield , Customer Service Manager, Executive , Fairfield, Connecticut

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